Blog
Field notes · · 5 min read
Your customers have learned a new speed. Has your business kept up?
Ask an AI assistant a question, and you can get a useful answer in seconds. Contact a business, and you might be told to wait 24 to 48 hours. That gap is becoming a problem for businesses.
Playbook ·
Where to draw the line between your AI agent and your team
How to set a handoff policy for an AI support agent: what's built in, what to add, why broad rules backfire, how to read the escalation split, and who owns the line.
Playbook ·
How to tell whether your AI agent is actually working
The five numbers on an AI support agent's analytics page, the one to watch first, how to set a target you didn't borrow, and how to turn a metric into a document fix.
Playbook ·
Every price change is a release: a checklist for keeping your AI agent right
A grounded AI agent quotes whatever your documentation said last. A three-step routine for keeping it current when a price, a delivery zone, or a holiday closing time changes.
Playbook ·
How to make your AI agent sound like your team, not like a model
Conversation design for a small support team: the three voice settings, why your documents are the script, how to word a handoff, and where to start without hiring anyone.
Playbook ·
How many seats does a small support team actually need?
Capacity planning with an AI agent, in Anchor's credit model: count your conversations, size the pool, plan for the humans' work getting heavier, and know what happens at zero.
Playbook ·
Rolling out an AI agent to a support team of two
Change management for a small support team adopting an AI agent: what to say before go-live, how the day changes, which numbers to share, and who owns the improvement work.
Field notes ·
What to ask an AI support vendor about your data when you don't have a security team
A short list of questions to ask any AI support vendor about customer data — the ordinary six, the two that are new with AI agents, and how Anchor answers each, including the one that's 'not yet'.
Scorecard ·
Six things an AI support agent does better than a human
Where an AI support agent beats a human agent — speed, volume, hours, patience, languages — where it still loses, and the split that gets you both.